Customer Service Operations Specialist
2 semanas atrás
Using the technology of the future, we create solutions that are highly focused on the needs of our people and our customers, never neglecting our role and contribution to society.
EDP Comercial's
Customer Service Department, that has the mission of ensuring an excellent customer experience through contact management for energy and services customers based on high quality service and provided in accordance with the highest efficiency standards.
Establish itself as an essential lever for inbound and outbound sales, contributing significantly to EDP Comercial's results, intends to recruit for the
Mass Market team.
Job description
- Support the manager in implementing the macro strategy for Customer Service's operations in Portugal and Spain (B2C and B2B)
- Supervise daily operations of Customer Service (together with the rest of the team), based on the guidelines set for the service, including monitoring the levels of service of front and middle office;
- Ensure multigeography operational consistency in the Segments that operate both in Portugal and Spain;
- Support the elaboration and control of the budgets for servicing and sales of the Mass Market segments, ensuring the justifications to deviations that may occur;
- Promote and execute operational efficiency through continuous improvement actions and optimal management of outsourcing Partners;
- Propose new functionalities and services in the operations support tools, namely through the telephony and CRM platforms;
- Propose and collaborate in the definition of functional requirements and in the execution of tests, namely in specific Contact Center systems.
What kind of profile are we looking for?
- Bachelor's or Master's degree in Engineering, Economics or Management or another area provided you have relevant experience for the function;
- At least 5 years' experience, preferably in operations management and/or project management;
- Financial and commercial understanding;
- Project management skills;
- Consulting experience is valued;
- Excellent clientfacing and internal communication skills;
- Advanced knowledge of Microsoft Office and other relevant software (eg. CRM);
- Solid organizational skills including attention to detail and multitasking skills.
Being part of EDP means having access to:
- Professional experience in an international company that is a leader in its sector, with flexible working arrangements and hours (
Non-Term Contract); - Recognition through remuneration compatible with the function and other additional benefits;
- Opportunities for personal and professional development (crosscutting projects, mobility, volunteering, etc).
About EDP
As a socially responsible company, we incorporate the principles of Diversity and Inclusion into our values and practices.
In order to achieve all our objectives, we intend to attract, develop and retain different profiles, assuming diversity as a factor that enhances and differentiates fundamental innovation in our organization.
We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who integrates the EDP Group.
What makes us proud as a reference employer:
- TOP Employer certification, by the TOP Employers Institute (EDP Portugal; EDP Renováveis);
- Belonging to the Bloomberg Gender Equality Index (EDP Portugal; EDP Renováveis;);
- Certification in Conciliation (Excellence), by Fundación Másfamília;
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